Developments in the call centre industry analysis, changes and challenges
Drawing on contributions from a diverse range of countries including the USA, the UK, India, Australia, South Korea, Germany, Greece and Sweden, this book conducts an analysis of call centres worldwide.
| Otros Autores: | , |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
London ; New York :
Routledge
2006.
|
| Colección: | Taylor & Francis open access books.
Routledge studies in business organizations and networks ; 39. |
| Acceso en línea: | Conectar con la versión electrónica |
| Ver en Universidad de Navarra: | https://innopac.unav.es/record=b43175739*spi |
Tabla de Contenidos:
- Developments in the call centre sector : an overview / John Burgess and Julia Connell
- Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore
- Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain
- German call centres between service orientation and efficiency : "the polyphony of telephony" / Claudia Weinkopf
- A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang
- Skill and info-service work in Australian call centres / Bob Russell
- Gender, skills, and careers in UK call centres / Susan Durbin
- Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond
- Agency and constraint : call centre managers talk about their work / Maeve Houlihan
- How "Taylorised" is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina
- Escaping the electronic birdcage : workplace strategies in Swedish call centres / Antoni Lindgren and Per Sederblad.
